atcomsystems.ca/forum Forums Other TDM Phone Systems Executone-Isoetec Telephones & Systems Newbie with AutoAttendant Problem

Hi folks... We got hit by lightning this weekend. The phone system locked up. I did a power down/up and most of it came up with a few extensions/cards being zapped. In the meantime, our calls come through a VMS and the message plays ok, but when the caller hits an extension to transfer to, or waits for the operator, the system says please wait, then drops the call. Where do I start to look? Card problem? Or programming in VX2?

Thanks,
-Jon

Could it be that forwarding to the individual stations' mailboxes got taken off as part of the outage? Does it actually drop the call, or does it just go to silence while the call is being transferred which sounds like the call dropped?

No, it drops the call. The VX2 shows it "dialing" the operator extension, or whatever extension the caller has typed, but the call just goes away. I guess the system uses an SLI card to transfer and answer calls with? We can go to the voicemail and listen to messages ok... Should be the same ports. I'm stumped....

It almost sounds as if your DTMF receivers aren't accepting digits. Can you clip onto one of the voice mail ports with a butt set and dial internally? If you aren't able to receive or break dial tone that way, then your DTMF receivers aren't there. It may be that one of the failed cards contains the receivers necessary to support the SLI card, but they don't necessarily have to be installed on that card. Look on the bad cards and see if there are any daughter boards are present that may contain the receivers. You may be able to move them to working cards. I am not strong on Executone, but I am on Vodavi and they are very similar in architecture.

I did trade in a "good" DTMF receiver card, but to no avail... I haven't tried connecting to the VM port directly, but guess it can't hurt!

I wonder if the dial generators in the VM itself may have gone south.... The computer screen for the VM showed signs of Gaussing from the lightning hit....

What Ed says - clip butt set (or unplug modular plug from back of VX2 and plug into regular phone (NOT IDS phone)) and try manually. ALSO - VX2 may be set up to use RS-232 integration at which point all of the transfer sequence info is sent between VX2 and IDS via the RS232 port. DTMF reciever not required in this circumstance - but working RS232 IS required... You'd see a cable from serial port of VX2 to I/O panel of IDS if RS232 were configured. The Run Dialog boxes (boxes on main screen that represent each port) also usually say "SMDI1 001". If you're configured for RS232 and it doesn't work, check features on IDS main menu - you should see (amongst others) VMS (basic voicemail integration) & VMI (RS232 integration) listed. You may have others there. If these are not listed, it won't work. You'll need to get your local Executone dealer to re-load.
Mike

Sounds like you lost the RS232 port that is connected to voicemail. You can check bry changing port configuration and hooking up a laptop th that port.

Check to see if VXII is running SMDI?


If it is that is your problem.


Good Luck!!

I do have a serial port connection... I suspect that the system uses RS-232 integration. But if it was bad, wouldn't ALL of it be bad? The system DOES seize the line, answer the calls, and act like it is transfering... But then, nothing. Could it be the main CPU not switching out? Can I change the way the system handles the calls? Make it respond to DTMF instead of RS-232? (Sorry I'm such a newbie) Also, I have several station cards out. 15700s I have some old spare cards 15750 and I think 15540<<-- not sure of this number... Are they interchangeable?
Thanks...

-Jon

15700 and 15750 are both for digital stations. 15540 is for analog stations - and VX2 voicemail uses analog. If there's no serial cable, then system is not configured for RS-232. So, we're back to unplugging cable from back of VX2 and plugging it into a standard telephone. Go off hook, and if you get intercom dialtone (higher pitch than outside dialtone) - at least one DTMF receiver is good. Go off hook several times in a row - if you get dead air, that represents the bad receiver. If you have a DTMF combo card and watch the IDS F screen, you'll see each receiver go off hook. If you get dialtone, make an OUTSIDE call then try and transfer it (hookflash + # key + extension under most circumstances - although there is an option in the M screen that negates the use of # key). See what happens.
Mike

Ok... I can plug in to the analog ports. I get calls that are transferred to the ports... I can pick up and get intercom dial tone. When I try to dial out, it's like the phone system doesn't "hear" the tones and nothing happens. The system DOES have an RS-232 connection. Does that mean the transfer dialing is done by RS-232? Or are the calls just routed and answered by the VMS according to RS-232 data. Like it sends a particular message depending on whether it's a VMS or an outside call. The question is, does the VX2 send tones to dial when it's in RS-232 config? If not, I wonder if maybe part of the main brain is goofy. Should the ports assigned to the VX2 be able to be dialed on if the system is in RS-232 mode.... Geez, aren't we newbies FULL of questions!??
Thanks guys for bearing with me...

Jon, your questions are quite legitimate and help us to stay up to date. If you can't break intercom dial tone, then my guess is that is your problem. The voice mail can't break dial tone either. That's a sign of a failed DTMF receiver, or all of them. Did you check your bad cards to see if any of them had daugther boards on them that may have been left in place?

You probably need to adjust the SMDI Dial timer in the Ctrl-C "diagnostic" N screen

Ah here it is,
the SMDI dial timer should be set to 006

If the RS232 link isn't working, a call ringing a VMS port will still get answered with only the default greeting on the port. For example, if someone transfers a caller directly to another user's voicemail (TR + 77 + ext), the caller would only hear the default system greeting. In the IDS B screen you can look in the Ports area - the I/O port connected to VX2 (port 1 or 2) should be Computer Port=Y type=99. If not, try setting the port as such. If already set, make sure you look at SMDI dial timer as Avidcomm suggests. Did you verify that VMS & VMI are still shown on IDS main menu?
Mike

I had my operator transfer me to my voicemail and it worked. I tried changing the timing. It was set to 080. I went from 006 all the way to 500, and each time it still drops the calls when trying to transfer from the VMS out.

My main menu options read:

VMS CVM VMI ANI 324 AACD500 CID RLS TIME DLG

My port type 99 reads:

[P]ort 01 Installd Y
Speed = 4800 Protocol = NONE
Printer 0 Computer Port Y Type 099
SMDR N Incom N Local N Long Dist N
ACD SMDR N Incom N Outg N Remote N

Still looking....

-Jon
(You guys are great! Thanks...)

OK - so you're using RS232 and it works inbound. Two things: it could be that the transmit pin from VX2 to IDS is not functioning. I would first move the RS232 to the other IDS I/O port - "move" port entries in B screen from port 1 to 2 (or 2 to 1) then move the physical cable.
The CNTRL C N screen SMDI Dial setting should be 006 - that is the only correct entry.
Beyond that - if you can bridge in a laptop or terminal and verify that serial traffic is flowing both directions.
All of this assumes that no other major changes have been made in the settings of either system - there are many field changes that could cause this result...
Mike

Can only ports 1 or 2 be used? Aren't there 4 ports on the breakout? (I think port 2 got damaged in one of our other storms!) Is 4800 baud correct?

Thanks..... AGAIN!

-Jon

Only 1 or 2 can be used. 3 & 4 are RS422 ports. 4800 baud is correct.
Mike

Sigh.... OK... then where do the RS-232 ports actually terminate inside the main box? Are they part of the Main processor board? Or are they on a separate card? Are there any interface components inside the breakout box? Or is it just a wire to wire interface?

Sorry so many questions, but the management is heating up...

Thanks,
-Jon

I don't remember if they're a part of CPU or VCM - either way they are not accessible other than at the frame - don't even try! You may want to make certain that the cable is snug. On the frame it's easy. There may also be a "Transient Surge Supressor" between the frame and backplane - you can take that out of the loop and just mate the two cables together. Then the cable connects to the backplane in the small space between the CPU and right side of cabinet - you'd have to shut system down and pull CPU to really access.

You can also undo RS-232 - probably more involved than I want to try and do via message board...

If speedy recovery is important - find a local vendor who knows your system. I don't know where Marion is located, however I know there used to be a strong one in Chicago. Many of the Executone dealers joined the Ideacom group (www.ideacom.org) - you may find someone there to help.
Mike

I was JUST going to ask how to set the VX2 for Analog integration... The comport is defenatly shot... And our other one went in the last storm a year or two ago.... Is it just a couple of screens in the VMS? Or are there all kinds of settings and yada yada?

Thanks again...

-Jon

PM me your email and I'll send you the document that describes the integration.
Mike

If you have a EDCM and phones with a RS232 port you can use them. The EDCM gives you 4 more RS232 ports.

The first 4 are on the CPU. Like I said it sounded like a RS232 port. THis is a common problem on the VXII and VX3 system.

You need to set system for In-Band integration.
There are parameters you must change on the VXII and the IDS.

Good Luck!!

You can get an adaptor that will change port 3 or 4 to the rs232 that you need, I just can't think of the name brand that we used.

I think that I bought a 422 to 232 adapter from B&B Electronics. Have only ever used it for SMDR/printer stuff, not 2-way like SMDI.
Mike

Check your "b" "p" screen make sure the port is set for computer port Y and type 99.When using 232 integration you wont be able to break dial tone on your analog ports. They wont ring either

I know, I used a couple on Voice-mails...But, I still can't think of the name...

You can probably replace the Duart chips to get the RS232 working again, they are located on the CPU card. Also there is a diagnostic screen in the voicemail to see the data coming from the system.
Also go back and check the Service cable and make sure it is connected to the back plane in the cabinet.

It *was* the RS-232 Port. I had a local fella walk me through the integration changeover and set the system to "EXC" analog. It works, a little slower, and three of the ports don't respond to ring current, so I have them locked out. Will look for a RS-422 to RS-232 adapter. I may pull the CPU card and see if I can identify the Duart chips. Thanks for al your help!

-Jon